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About the Role

This role involves providing support and guidance to level I support technicians, collaborating with other IT staff, and managing departmental activities to meet service level agreements. The position oversees the daily management of enterprise computing platforms, focusing on configuration management, performance, availability, and resource management. It also coordinates a 24/7 support function and ensures excellent customer service throughout issue resolution.

Responsibilities

Provide support and guidance to level I support technician(s) for complex problems and issues.
Collaborate and work with other IT staff (Support, Infrastructure, DevOps) on projects, and support.
Manages departmental activities in support of internal & external customers per SLA’s (Service Level Agreements) & OLA’s (Operational Level Agreements).
Oversee the daily management of enterprise class computing platforms with a focus on configuration management, performance/availability and resource management.
Coordinate and maintain a 7X24X365 support function that responds to incident notification within 15 minutes of every occurrence within the department’s scope.
Provide excellent Customer Service by effectively communicating with users throughout resolution process.
Maintains associated records of user issues and problem resolution as per company policy and procedures using the ticketing system.
Works on ServiceDesk, Information Technology systems, Networks, Security and other administrative related projects as assigned.

Requirements

Bachelor’s degree or equivalent experience.
5 – 7 Years working of experience in support and support management.
Collaborative and willing to work as a team.
Mentoring and training skills.
Ability to work independently.
Must be organized and detail oriented.
Strong customer service and problem-solving skills.
Excellent time management skills, ability to multi-task and prioritize work.
Strong communication, interpersonal and analytical skills to effectively collaborate, build relationships and manage change.
All applicants must be authorized to work for any employer in the US.

Skills

Solid working knowledge of computer hardware, Office 365, Azure, Palo Alto Prisma and strong technical acumen in Network protocols (layer 1-3).
Proficient verbal and written communication skills and the ability to create technical documents.

Location

Work Type

Full-time

Experience Level

5-7 years

Education Level

Bachelor's degree or equivalent experience

Salary/Compensations

$100,000-$110,000

Benefits

A good work/life balance
Medical, Dental, Vision Coverage
401K Match
Life Insurance at No Cost to Employees
Generous Time Off Plan Including Rollover Vacation Days
Commuter Benefits
Health Care and Dependent Care Flexible Spending
Opportunity for Advancement
Year End Bonus Eligibility

About the Company

Fora Financial is a technology-enabled leading provider of flexible financing to small and medium sized businesses.
Since our inception in 2008, we have supported more than 55,000 merchants nationwide with over $5 billion of capital used for a variety of purposes, from funding everyday operating expenses to managing cash flow gaps to facilitating business expansion, and much more.
Leveraging our proprietary technology, Fora Financial is able to deliver capital to our customers via a streamlined and simple process that can be completed in as little as 24 hours, compared with the weeks or even months it often takes for a business to receive a bank loan.
Over the past seventeen years, Fora Financial has grown from two founders in a small Manhattan workspace to a company of nearly 200 employees.
Fora Financial prides itself on being a partner-centric organization, offering a customized funding approach, collaborating with our small-business customers to understand their needs in a dynamic and ever-changing economic environment.
While we work very hard, we do not take ourselves too seriously. We enjoy a family-like camaraderie that fosters a passion for success in each Fora Financial Team member.

Equal Opportunity

Fora Financial is an Equal Opportunity Employer.
We are committed to fostering a diverse and inclusive workplace where all individuals are treated with respect and dignity.
We do not discriminate on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, disability, age, veteran status, or any other legally protected status under local, state, or federal law.
Fora Financial provides reasonable accommodations for qualified individuals with disabilities.
If you need assistance or accommodations due to a disability during the application process, please contact fora.recruiting@forafinancial.com.